Campaigns
Campaigns
Proactively reach visitors with targeted messages.
Campaigns let you send messages to visitors proactively, before they ask for help. Unlike reactive support, campaigns start the conversation on your terms.
Campaigns are available on Starter and above.
Campaign types
| Type | What it does |
|---|---|
| Proactive message | Triggers a message when a visitor spends time on a specific page |
| Announcement | Sends a one-time broadcast to all active visitors at once |
When to use each type
Proactive messages are ideal for:
- Offering help on a pricing or checkout page before visitors leave
- Guiding new users through onboarding steps
- Flagging a known issue on a page affected by downtime
Announcements are ideal for:
- Notifying visitors of a new feature or product launch
- Sharing a limited-time offer with everyone currently on site
- Alerting users to scheduled maintenance
Campaign vs automation
Both campaigns and automations can trigger messages; the difference is scope:
- Automations react to specific conversation events (conversation created, message received, etc.)
- Campaigns target visitors by page, session behaviour, or a one-time broadcast, even before a conversation starts
Getting started
- Proactive messages: set up page-specific triggers
- Announcements: send a broadcast to all active visitors
Analytics
View campaign performance under Analytics → Campaigns:
- Messages sent
- Open rate (visitor saw the message)
- Reply rate (visitor replied, starting a conversation)
- Conversion rate (conversation was resolved)